Refund Policy

1. Scope

This Refund Policy applies to all BusinessPilot AI customers and authorized partners (ERPs, accounting firms, CSPs and similar resellers) who purchase a subscription plan, pre-paid credits or usage-based document exports through the platform or the Stripe App Marketplace.

For any refund or billing question, contact us at support@pilotengine.ai. We aim to respond within 2 business days.

2. Subscription cancellations

You may cancel your subscription at any time from your workspace settings. Cancellation takes effect at the end of the current billing period; you retain access to paid features until that date.

We do not provide partial refunds for unused days in a billing period unless required by applicable law.

3. Subscription refund window

If you are not satisfied with your paid subscription, you may request a full refund within 14 days of the initial purchase or renewal, provided that:

you have not materially used the paid features (e.g. generated more than a nominal number of documents, consumed a significant portion of included credits, or connected a production integration); and

the request is made from the email address associated with the account owner or billing contact.

Refund requests outside this window, or for accounts that have materially used the service, are reviewed on a case-by-case basis and may be granted as account credit rather than a cash refund.

4. Credits and pre-payments

Pre-paid credits are non-refundable once purchased. Credits do not expire as long as your account remains active.

We do not refund credits that have already been consumed (for example, AI assistant messages, contract data extractions, invoice exports or any document generation).

If a technical error on our side causes an unintended credit deduction, contact support with the relevant reference and we will restore the credits after verification.

5. Usage-based and partner billing

For partners and customers billed per exported invoice or per usage event (including through the Stripe App Marketplace), charges are calculated based on actual documented usage during the billing period.

Because each exported document represents a completed service, usage charges are generally not refundable. If you believe a charge was caused by a duplicate or erroneous event, open a billing dispute within 30 days of the invoice date and we will investigate.

6. Billing errors and disputes

If you notice an unexpected charge, duplicate charge or incorrect amount, email us at support@pilotengine.ai with the invoice reference and a brief description. We will acknowledge receipt within 2 business days and resolve substantiated disputes within 10 business days.

Approved refunds are credited to the original payment method. Processing times depend on your payment provider and typically range from 5 to 10 business days.

7. Chargebacks

We encourage customers to contact us first before initiating a chargeback. A chargeback without prior notice may result in temporary suspension of the account or workspace until the dispute is resolved.

8. Changes to this policy

We may update this Refund Policy from time to time. The date at the top of the page indicates the latest revision. Material changes will be notified in the product or by email where appropriate.